Case Study
This Canadian medical facility holds the distinction of being the most extensive organization in its region, boasting a workforce of approximately 40,000 individuals. Formed in December 2017, it emerged because of the consolidation of multiple, smaller, regional health authorities that had been functioning independently within the region. It is committed to delivering a wide range of health services, both directly and through contracted means. These services encompass primary and secondary care, home and community care, mental health services, population, and preventative health initiatives, as well as addiction services.
The Challenge
In the wake of the COVID-19 pandemic, this medical facility faced a significant surge in patients seeking the COVID-19 vaccine. However, they lacked a preexisting system capable of managing website or telephone appointments on the scale necessary for administering the vaccine. Therefore, the facility urgently required a web-based solution that could swiftly facilitate appointment scheduling for the COVID-19 vaccine while adhering to the specific regulations surrounding patient age and vaccine type.
Solution Overview
To streamline the appointment process across its multitude of clinics, ACF Technologies successfully implemented a web-based appointment system powered by Q-Flow. This innovative solution empowers the patients to conveniently self-schedule their appointments while ensuring compliance with COVID-19 regulations, specifically regarding age requirements for COVID-19 vaccination. The system has been intelligently designed to restrict the scheduling of multiple appointments for a single patient, promoting fair access to healthcare resources.
Moreover, the versatility of this solution extends beyond COVID-19 vaccination appointments. It can be easily adapted to cater to other types of appointments, such as flu vaccines and COVID-19 testing, providing a comprehensive and efficient management tool for a wide range of healthcare services.
Solution Features
Q-Flow Queue Management:
By implementing a Queue Management System, the medical provider has significantly improved the organization and given better control of patients' waiting experiences. This powerful software enables them to assign patients to the specific services they require, ensuring a seamless and efficient flow of customers. With this system in place, customer flow is effectively managed, resulting in streamlined experiences and providing real-time insights into crucial customer service metrics that will improve future customer interactions.
Online Appointment Management:
The implementation of an online appointment system has empowered patients with the flexibility to schedule, track, and modify their appointments according to their convenience. This convenient solution not only puts patients in control of their healthcare journey but also ensures that the flow of customers aligns seamlessly with the medical facilities' staffing capabilities.
With the integration of Q-Flow, this healthcare provider successfully adhered to COVID-19 guidelines by carefully managing the number of patients being seen at any given time. This allowed the medical staff to focus their time and expertise on more critical tasks, freeing them from the burden of manual scheduling.
SMS Messaging and Email Automation:
SMS messaging and email automation serve as a communication bridge with patients, giving them updates and real-time knowledge of their progress throughout the entire duration of their visit. Whether it is for checking in as a customer or confirming their appointment, the Q-Flow system enables seamless communication between the medical facilities and the patients, enhancing their overall experience.
Assistant Anywhere- allowing patients to check in anywhere:
Instead of having to join a queue to check in for their vaccination appointment or wait in a lobby, Q-Anywhere™ empowers the patients to check in with their mobile devices when they arrive on-site. Patients can then wait in their car, or anywhere nearby, which allowed the medical facilities to maintain safe social distancing measures and to minimize patient interactions – freeing medical staff to focus on other priorities.
Customized Reports:
- Immunization Reports: The implementation of immunization reports has equipped the healthcare organization with the ability to effectively track and monitor various aspects of vaccinations. These comprehensive reports provide valuable insights such as the number of vaccinations administered, the specific vaccine type administered, the dosage (first, second, booster, etc.), and the vaccine brand (Pfizer, Moderna, etc.). This streamlined tracking system enables the staff to easily access and maintain consistent patient records, facilitating efficient management of immunization data.
- Lab Appointments: Through the utilization of lab appointment reports, the medical staff receives advanced notifications regarding the specific type of examination requested by each patient. This information allows the staff to adequately prepare for appointments, ensuring they have the necessary resources available. By being
well-prepared, the staff can enhance their efficiency, saving time during individual patient appointments and improving overall service delivery.
The Results
For the past three years, this Canadian medical treatment facility has forged a successful partnership with ACF Technologies, reaping remarkable benefits from the integration of Q-Flow into their daily operations. Here are some of the noteworthy achievements they have experienced:
- COVID-19 Vaccination Appointments: over 600 thousand were booked within the initial three months using Q-Flow.
- Efficient Handling of Mass Appointments
- Increased Staff Efficiency
- Enhanced Communication Between Patients and Staff Enhanced Patient Data Tracking
The successful collaboration between ACF Technologies and this healthcare provider has yielded remarkable results, empowering their multitude of medical facilities to deliver enhanced services and improve various aspects of their operations.
Want to know more?
Is your organization crying out for the kind of queue management system that’s transformed this facility's wait-time problems?
We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.
